City of Knoxville's 311 Receives Synergy Award of Excellence

Communications Director

City of Knoxville's 311 Receives Synergy Award of Excellence

Posted: 05/06/2014

May 6, 2014 - The City of Knoxville 311 Call Center has been recognized with this year's CS Week 311 Synergy Group award of excellence at the annual conference in San Antonio, Texas. The award recognizes one centralized government customer service center that has consistently demonstrated a customer-focused approach to improving local government service.

CS Week is the premier utility customer service conference for managers and executives at investor owned utilities, cooperatives, municipalities and government entities.

Esther Tenenbaum, 311 Synergy Group Conference Chair, presented the award to Russ Jensen, 311 Director City of Knoxville. "Presenting the award of excellence is one of the highlights of our conference as it gives us an opportunity to showcase success in service excellence," said Tenenbaum. "It was also great to receive some excellent entries from other cities."

Russ Jensen was happy to accept this recognition. "We are a reflection of our leadership. Mayor Rogero is very service-driven and reminds us regularly that we are fortunate enough to serve the people of our community," said Jensen. "All of us at 311 take seriously that we are Knoxville's phone number and the voice of city government."

Opened in May 2005 and celebrating its 10th year, 311 Call Center is an easy to use, direct line to the government. It is also designed to help the City of Knoxville administration ensure that city services are being delivered efficiently.

"I'm thrilled to be recognized nationally for what we've always known at home: We have great people working at 311," said Jensen.

Knoxville's 311 receives approximately 200,000 calls per year and is one of the most cost efficient centers in the country.